Australian Companies Fail to Meet End User Web and Mobile Performance Expectations
Announcement posted by Bass PR 21 Nov 2012
New survey reveals poor web or mobile performance impacts end user behaviour
Compuware Corporation <http://www.compuware.com/> (Nasdaq: CPWR), the technology performance company, today announced the results of a new survey into the expectations and experiences of web and mobile computing in Australia. The survey revealed that although end users embrace a wide variety of devices to access the Internet, they have high performance expectations and many Australian companies are failing to meet their expectations.
The survey asked 1,000 respondents to quantify their web and mobile performance expectations. Just under half of Internet users (47 per cent) and more than half (53 per cent) of tablet users believe that a web page should load in two seconds or less. Smartphone owners are slightly are more patient, with 67 per cent expecting web pages to load in five seconds or less. Although web and mobile users expect quick, anytime transactions that work flawlessly every time, that’s not what they’re getting. Today, top Australian companies across multiple verticals have web and mobile page load times of five seconds or more.
Poor web and mobile performance prevent many companies from taking advantage of revenue generating opportunities. Unsatisfactory web and mobile experiences can negatively shape a consumer’s opinion of an organisation and can impact their online behaviour. The surveyed revealed that the top three actions taken by dissatisfied users included:
· a reduced chance of purchasing from the company;
· less likelihood of visiting the site again;
· a determination to visit the web site of another company that provides a similar service.
“Poor web and mobile performance impact customer acquisition, retention and revenues. People are quick to abandon unreliable apps and they have no time for outages, slow or unpredictable web experiences,” said Rafi Katanasho, Asia Pacific Director – Application Performance Management, Compuware Corporation. “The failure to engage and keep customers online also brings new operational and infrastructure costs as companies have to turn their attention to more expensive channels.”
The survey also found that almost half (47 per cent) use a smartphone to access the Internet. Seven in ten (69 per cent) of those use their smartphone device to access the Internet on a daily basis. The highest level of smartphone use occurs between the ages of 18 and 34, where over three quarters (76 per cent) use their device to access the Internet. Across all age groups, almost three in five (58 per cent) people report using a tablet for Internet access on a daily basis. Katanasho added, “In 20 short years we've become so used to the Internet that our expectations have soared. This study sends a clear message that companies should be treating all their channels as a single, integrated platform and that web sites must be designed and purpose built for each possible device.”
Compuware recommends the following strategies for companies seeking to optimise web and mobile performance:
1. Know how fast your mobile and web apps perform.
2. Benchmark competitor performance.
3. Compare both to end-user expectations.
4. Ensure that web and mobile apps and major business processes are optimised for all mobile devices including tablets and smartphones.
5. Recognise that there is a wide spectrum of devices and browsers to cater for, including the iPhone, iPad, Android phones and tablets, Amazon Kindle Fire and BlackBerry Playbook.
6. Focus on improving performance, particularly for mobile devices which already operate in a constrained environment due to their limited computing power and the need to deal with slow or high latency networks.
7. Consider delivering a tablet or smartphone optimised site to provide fast, quality experiences.
8. Aim for consistent, high performance under peak and non-peak traffic conditions, 24 hours a day, seven days a week.
9. Design web and mobile apps with all possible networks in mind, including cable, WiFi, 3G and 4G.
10. National borders have little role on the internet, so don't forget to cater for customers from all possible geographies.
About the survey
1,002 online surveys were completed using a permission-based online panel of Australians aged between 18-75 who access the internet.
Compuware APM® <http://www.compuware.com/application-performance-management/compuware-apm.html> is the industry’s leading solution for optimising the performance of web, non-web, mobile, streaming and cloud applications. Driven by end-user experience <http://www.compuware.com/application-performance-management/end-user-experience-synthetic-monitoring.html> , Compuware APM provides the market’s only unified APM coverage across the entire application delivery chain—from the edge of the internet through the cloud to the datacentre. Compuware APM helps customers <http://www.compuware.com/application-performance-management/customers.html> deliver proactive problem resolution for greater customer satisfaction, accelerate time-to-market for new application functionality and reduce application management costs through smarter analytics and advanced APM automation.
With more than 4,000 APM customers worldwide, Compuware is recognised as a leader in the “Magic Quadrant for Application Performance Monitoring” <http://bit.ly/q5jKi7> report. To read more about Compuware’s leadership in the APM market, click here <http://www.compuware.com/application-performance-management/compuware-leadership-in-the-APM-market.html> .
Compuware Corporation
Compuware Corporation, the technology performance company, makes technology make a difference by providing software, experts and best practices to ensure technology works well and delivers value. Compuware solutions make the world's most important technologies perform at their best for leading organisations worldwide, including 46 of the top 50 Fortune 500 companies and 12 of the top 20 most visited U.S. web sites. Learn more at: http://www.compuware.com
The survey asked 1,000 respondents to quantify their web and mobile performance expectations. Just under half of Internet users (47 per cent) and more than half (53 per cent) of tablet users believe that a web page should load in two seconds or less. Smartphone owners are slightly are more patient, with 67 per cent expecting web pages to load in five seconds or less. Although web and mobile users expect quick, anytime transactions that work flawlessly every time, that’s not what they’re getting. Today, top Australian companies across multiple verticals have web and mobile page load times of five seconds or more.
Poor web and mobile performance prevent many companies from taking advantage of revenue generating opportunities. Unsatisfactory web and mobile experiences can negatively shape a consumer’s opinion of an organisation and can impact their online behaviour. The surveyed revealed that the top three actions taken by dissatisfied users included:
· a reduced chance of purchasing from the company;
· less likelihood of visiting the site again;
· a determination to visit the web site of another company that provides a similar service.
“Poor web and mobile performance impact customer acquisition, retention and revenues. People are quick to abandon unreliable apps and they have no time for outages, slow or unpredictable web experiences,” said Rafi Katanasho, Asia Pacific Director – Application Performance Management, Compuware Corporation. “The failure to engage and keep customers online also brings new operational and infrastructure costs as companies have to turn their attention to more expensive channels.”
The survey also found that almost half (47 per cent) use a smartphone to access the Internet. Seven in ten (69 per cent) of those use their smartphone device to access the Internet on a daily basis. The highest level of smartphone use occurs between the ages of 18 and 34, where over three quarters (76 per cent) use their device to access the Internet. Across all age groups, almost three in five (58 per cent) people report using a tablet for Internet access on a daily basis. Katanasho added, “In 20 short years we've become so used to the Internet that our expectations have soared. This study sends a clear message that companies should be treating all their channels as a single, integrated platform and that web sites must be designed and purpose built for each possible device.”
Compuware recommends the following strategies for companies seeking to optimise web and mobile performance:
1. Know how fast your mobile and web apps perform.
2. Benchmark competitor performance.
3. Compare both to end-user expectations.
4. Ensure that web and mobile apps and major business processes are optimised for all mobile devices including tablets and smartphones.
5. Recognise that there is a wide spectrum of devices and browsers to cater for, including the iPhone, iPad, Android phones and tablets, Amazon Kindle Fire and BlackBerry Playbook.
6. Focus on improving performance, particularly for mobile devices which already operate in a constrained environment due to their limited computing power and the need to deal with slow or high latency networks.
7. Consider delivering a tablet or smartphone optimised site to provide fast, quality experiences.
8. Aim for consistent, high performance under peak and non-peak traffic conditions, 24 hours a day, seven days a week.
9. Design web and mobile apps with all possible networks in mind, including cable, WiFi, 3G and 4G.
10. National borders have little role on the internet, so don't forget to cater for customers from all possible geographies.
About the survey
1,002 online surveys were completed using a permission-based online panel of Australians aged between 18-75 who access the internet.
Compuware APM® <http://www.compuware.com/application-performance-management/compuware-apm.html> is the industry’s leading solution for optimising the performance of web, non-web, mobile, streaming and cloud applications. Driven by end-user experience <http://www.compuware.com/application-performance-management/end-user-experience-synthetic-monitoring.html> , Compuware APM provides the market’s only unified APM coverage across the entire application delivery chain—from the edge of the internet through the cloud to the datacentre. Compuware APM helps customers <http://www.compuware.com/application-performance-management/customers.html> deliver proactive problem resolution for greater customer satisfaction, accelerate time-to-market for new application functionality and reduce application management costs through smarter analytics and advanced APM automation.
With more than 4,000 APM customers worldwide, Compuware is recognised as a leader in the “Magic Quadrant for Application Performance Monitoring” <http://bit.ly/q5jKi7> report. To read more about Compuware’s leadership in the APM market, click here <http://www.compuware.com/application-performance-management/compuware-leadership-in-the-APM-market.html> .
Compuware Corporation
Compuware Corporation, the technology performance company, makes technology make a difference by providing software, experts and best practices to ensure technology works well and delivers value. Compuware solutions make the world's most important technologies perform at their best for leading organisations worldwide, including 46 of the top 50 Fortune 500 companies and 12 of the top 20 most visited U.S. web sites. Learn more at: http://www.compuware.com